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Troubleshooting

If something isn’t working as expected in ChatGNB, try the following steps before reporting a problem. These are common issues users encounter, along with tips to resolve them on your own.

I can't sign in​

  • Double-check that you're using your GNB Active Directory credentials
  • Make sure your Caps Lock is off and you're using the correct email format
  • If your department hasn’t been onboarded yet, you won’t have access (see Who can use ChatGNB?)

If the problem persists, contact support to confirm your access.

The page isn’t loading or looks broken​

  • Refresh the page
  • Try a different browser (ChatGNB works best in Chrome or Edge)
  • Clear your browser cache and cookies
  • Make sure your browser is up to date

I lost my work or my chat disappeared​

  • Chats are saved automatically
  • Try checking Chat history in the left sidebar
  • If you’re using document translation, note that documents are deleted when you leave the page for security reasons

My translated document didn't download​

  • Make sure you downloaded the file before leaving the page
  • Check your Downloads folder
  • Files are not recoverable once the page is closed, due to security protocols
  • Re-upload the original document and re-translate if needed

ChatGNB gave an incorrect or confusing answer​

Generative AI can sometimes provide responses that are inaccurate, incomplete, or unclear. This can happen for a few reasons:

  • Missing context: Try rephrasing your prompt or including more background so the AI understands what you need.
  • Long conversations: Over time, the AI can start to “forget” earlier parts of the conversation. If it seems confused or starts drifting off-topic, you can give it a quick reminder or click New chat and start fresh.
  • Knowledge cut-off: ChatGNB’s training data only goes up to October 2023. It can’t answer questions about events, changes, or releases after that date unless you include the relevant details in your prompt.
  • Limitations of AI: It may misinterpret your request, make assumptions, or provide answers that seem confident but aren’t correct. Always use your judgment and review outputs before using them.

For more, see Understanding AI limitations.

I don’t see the Mode I need​

  • Click the Mode selector in the left sidebar to switch between ChatGNB (general use), Writing Mode, and Translation Mode
  • If a Mode is unavailable, your account may not have access. Contact support if you believe you should have access and don’t

My document won't translate​

If your document doesn’t translate, try the following:

  • Try a different document
  • Wait a few minutes and try again

If you receive the message “There was a problem translating your document” more than once:

  • Try another file
  • Contact support for help

Other possible issues include:

  • Unsupported file type: Only Word (.docx), PowerPoint (.pptx), Excel (.xlsx), and PDF (.pdf) are supported
  • Maximum pages exceeded: Limit is 500 pages per file
  • Maximum file size exceeded: Limit is 40 MB

If the issue continues, please [report a problem].

ChatGNB is slow or not responding​

If ChatGNB is unresponsive or seems unusually slow:

  • Wait a few minutes and try again — the system may be temporarily busy
  • Avoid refreshing the page repeatedly, which may slow it down further

If the issue persists or happens frequently, please [report a problem] so our team can investigate.